Ticket Support Workflow Improvements
Continued the Discord ticket-system overhaul with professional bot presence, richer staff controls, transcript delivery, customer ratings, and support-routing improvements.
Everything in this update.
Changes are grouped by what happened, with the useful detail kept directly beside each item.
Added
Something new was introduced.
Open-ticket presence
Added professional bot presence states centered around the number of currently open support tickets.
Customer transcript delivery
Expanded the close workflow so customers receive online transcript access after completed tickets.
Post-ticket ratings
Added customer rating support after ticket closure and transcript delivery.
Customer DM controls
Added staff actions for directly messaging customers from ticket management tools.
Improved
An existing system was made better.
Staff management controls
Refined claim, status, manage, close, priority, internal-tag, user-management, transfer, ticket-reason, and customer-contact controls.
Ticket presence wording
Polished ticket-bot presence wording and activity types so server members can understand support status at a glance.